Improvements in operational efficiency can help healthcare organizations keep themselves off the critical list. With that in mind, in 2000, Harvard Pilgrim Health Care (Wellesley, MA) turned to online billing to expedite receivables and boost customer service. HPHC evaluated three vendors before settling on Natick, MA-based edocs because of the vendor's strong track record for providing e-billing solutions and customer service platforms to health plans. The vendors teamed with Harvard Pilgrim IT specialists to customize edocs' technology and integrate it with the health plan's existing online enrollment program. The system went live in 2000 and has required no major upgrades. According to HPHC, the online billing solution has reduced administrative costs and improved the carrier's cash flow, and has been popular with customers.